Karthik Manoharan

• Discovery project scoped to Windows Servers, Virtual Machines, Netapp Storage devices, , Network Devices such as Routers, Firewalls and Certificates more than 1000 devices.
• Involved in requirement calls with respect to setting context of Credentials & Firewalls/Ports with infrastructure teams for seamless discovery with various type of devices.
• Configured Discovery Schedules with specific IP ranges based on geographical location.
• Involved in debugging discovery failures by analyzing ECC Logs, MID Server Agent Logs, Windows Agent logs for credential failures.
• Also, have used third party software such as Wireshark to debug port/network related issues.
• Certificate discovery was implemented to track all the SSL/TLS certificates in client infrastructure.

• Universal Request & Predictive Intelligence for HR
• Configured Service Sets, Service Configuration, UR Mappings for various departments such as HR, IT, Workplace Management, Finance using Universal Request.
• Trained Solution Definitions for automatically assigning HR Cases to HR Service and Assignment groups.
• Utilized out of box ML Solution Definitions APIs in business rules to automatically predict and assign HR cases with custom confidence threshold.
• Also utilized HR Transfer Case API for appropriately transferring to predicted HR Services.
• Client: Ramboll

• TCS SLAs
• There were 100+ SLA definitions to be configured.
• Utilized out of box transform maps to load SLA definitions from Data Sheets prepared from requirements which greatly reduced the development time.
• “Simple” type SLAs allowed more customizations such as pausing SLA if assignment group is part of Ramboll/TCS.
• Client: Ramboll

• Contract Worker Onboarding & Integrations
• Integrated Workday Onboarding process via Workday API.
• Implemented integration to Smartrecruiters, a hiring application which is in turn integrated to Workday which dynamically creates positions in Workday to proceed with Onboarding.
• Testing and Support Post Go-live.
• Client: Ramboll

• PC and Accessories Order AutomationOrdering Workstation/Laptops to Vendor using REST and SOAP APIs with bulk ordering.
• Order PC via portal and this automation handles and tracks all the transitions till Delivery.
• Built many Scripted REST APIs for each status transitions of the Order.
• Integrated SN with UIPath for Automated order with Scripted REST API.
• Involves major scripting to build XML from Servicenow RITM and send it to vendor API.
• Accessories involved separate vendor API which had to be integrated, since it is bi-directional integration had to consume vendor API and also expose SN Scripted REST API for seamless handshake and integration.
• Testing and Support.

• CMDB & Integrations
• Designed and Implemented end to end solution of integrating devices from SCCM, Snow and Intune using Robust transform maps and concurrent import sets.
• Customized CMDB and defined 3 way IRE rules for above integrations.
• Built custom reports dashboards to check on the health of CMDB to monitor quality of CMDB data coming in from external sources.
• Built tags based on initial discovery source for proper visibility in list view of computers and softwares.
• Testing and Post go-live support.

• Mercer Mobility & Workday Integration
• Mercer Mobility Platform is a SN plugin and is designed to process travel assignments for Employees.
• Implemented Integration to Employee Compensation related data from Workday for further processing foreign compensation/allowance calculations.
• This integration had to be on-demand basis and the data has to be populated during mobility case creation, the compensation data will be utilized within the case lifecycle.
• Implemented Flows and Subflows and custom script includes to achieve the same.
• Testing and Post go-live support.

• TDC Net HPSM CMDB Migration
• zAnalye and Design for CMDB Migration from HP Service Manager to Servicenow.
• Design various custom classes(around 15 different classes) and attributes.
• Built SQL Data Source, built custom SQL Queries to populate the import set tables.
• Utilized Robust transform maps and normal transform maps to transform and load data to multiple target tables using concurrent import sets based on volume.
• Performing and planning Initial bulk load and utilizing ‘Last Run Date’ for delta loads.
• Configuring Dashboards, Custom scripted audits to monitor health and configuring de-duplication tasks and assigning to Configuration management team.
• Post Implementation support and operations.

• Telenor SN Automation
• Analysing requirements and developing design for various stories, few are Providing Guest Wi-fi access, generating credentials and sending notification to user.
• Configuring Connection & Credential Alias.
• Building REST message, build custom flow action to call REST message with substituted variables in JSON.
• Building Catalog Item, Variables, Client Scripts for validation, Flow and Error handling.
• Providing physical security access to new employee from sys_user auto sync.
• Configuring Connection & Credential Alias.
• Built SOAP message and testing with variable substitutions.
• Built custom action in flow designer that sends above SOAP message to security application with new user details.
• Built Flow that syncs the sys_user table with Security system using the custom above action.
• Enabling QR code labelling for Laptops during handout from Hardware Asset record.
• Built UI Action that displays QR code from Serial Number in UI Page using a REST API on alm_hardware form.
• The UI page could then be printed using Label writer and affixed to laptops during handout.
• The QR code could be scanned to directly open the alm_hardware record by passing the serial number as query parameter in instance URL.
• Provisioning Admin and Power User access to users from Service Portal.
• Built mid-server script files for powershell scripts to provision Power and Admin User.
• Built custom actions in Flow Designer to consume power shell scripts to provide Power User and Admin User.
• Built Catalog Item, Catalog Client scripts and Flows.
• Building custom re-usable Action in Flow Designer for sending out SMS from Servicenow.
• Built script include that builds JSON and calls REST API for sending SMS.
• Built custom action in Flow Designer to take inputs and call the script include.
• This action was used wherever Flow designer required to send SMSs’ e.g. for sending Guest Wifi credentials.
• Designing and diagramming and get the solution approved from product owner.
• Coding, Unit testing, Migrate update sets to UAT and UAT support.
• Post Implementation support and hand-over.

• Analyzing requirements and developing design for various stories, few are Automating Stockroom audit process by eliminating excel sheets.
• Built custom staging form and extended Asset Task form with new “Stockcount Task”.
• Built client scripts and UI policies for validation of fields.
• Built UI actions with scripts that call script include to compare the scanned serial numbers against the assets in stockroom and populate the counts such as missing assets, matching assets, new assets and asset in different stockroom.
• Building various employee telephony catalog items that could be ordered via service portal.
• Built Catalog Items, variables, catalog client scripts to show up dynamic variables based on responses.
• Build flow for approvals, navigate through RITM stage and states.
• Built flow behind the catalog item that builds JSON and adds item to UI Path queue to raise a request in 3rd party application.
• Build error handling in case of failure returned from UI Path.
• Catalog item to mass update outlook signatures on Employee laptops.
• Built Catalog Items, variables with HTML type to design signature template with images.
• Built flow that goes through approval, reads the HTML template, converts images to base64 format and replace template with User details.
• Pings User machine if online, calls powershell script that takes html as input and updates the signature on user laptop using remote session.
• Designing and diagramming and get the solution approved from product owner.
• Coding, Unit testing, Migrate update sets to UAT and UAT support.
• Post Implementation support and hand-over.

• Propose and design solution for Ticket Brokering between different SM applications.
• Define Transactions and design Remedy Forms and Workflows.
• Responsibility to lead 2 Remedy resources and spearhead development phase.
• Support UAT and perform Production Release and Warranty Support.

• Propose a solution for CMDB Integration and End User Asset confirmation through Notification.
• Design Atrium Integrator jobs to Integrate SCCM and ITSM CMDB.
• Design Recon jobs to reconcile from different datasets.
• Design & Develop Remedy forms and workflows that sends survey to end user for Asset Location confirmation.
• Support UAT and Production Release.

• Impact Analysis, strategy for upgrade.
• Creating overlays using BPCU.
• Adjusting granular overlays in 8.1.
• Performing 3 way reconciliation in 9.1.
• Remediation of integrations such as CMDB, People Data and SSO.
• Fix ST, SIT, UAT defects. Co-ordinate with BMC for product issues and fix them.
• Warranty Support.

• Played a landed resource (Architect) role at CGI Sweden.
• Propose and design solution for Migrating CMDB from HPSC to ITSM.
• Create custom CMDB Classes.
• Define CSV format for CI extracts from HPSC.
• Design Atrium Integrator jobs to load to ITSM CMDB and design reconciliation jobs.
• UAT and Post-go live support.

• Various integrations such as People Data, SSO and SCCM to CMDB.
• Finalilzing requirements and documentation.
• Implementing solution and co-ordinating with the Client for Source configurations for integrations.
• Implementation of People Data Integration from CSV file using Atrium Integrator.
• Implementation of SCCM to CMDB integration using Seamless Datapump.
• Implementation of SSO using JSS Single Sign On.

• As part of this 7.6.03 to 8.1 ITSM upgrade project we had huge amount of customizations to be carried to 8.1 environment.
• Installation of modules involved in upgrade.
• Implementation and Testing of various integrations in upgraded environment such as People Data Integration, AD integration, BEM integration, Email Integration.
• Remediation of many ITSM modules by using BMC Migrator difference reports.
• Support during System Testing, UAT and ORT.
• Handing Releases to pre-prod and prod environments using Migrator.

• As part of this project I’ve played a dual role as a Senior Developer and Release implementer.
• There were numerous end to end CMDB AIE integrations implemented for many Finland contracts.
• Documentation such as IA, Design and Test Documents.
• Development and implementation of solution on pre-production and production environments.
• Support during User Acceptance testing, getting Sign-off Warranty Support.
• Consolidation of ITSM Change request Remedy Code and preparation of Migration scripts.
• Implementing monthly pre-production and production releases and quickly finding quick solution to overcome issues during release window.

• Design, Implementation and Support of following solutions.
• People Data Integration, Use AIE to read data from AD extract CSVs to CTM:People form.
• SCCM2CMDB Integration.
• Create Seamless Data Pump jobs to sync SCCM CIs to ITSM CMDB and testing.
• Creation Reconciliation jobs and testing.
• Creation of Advanced Interface forms in SRD to display CIs from CMDB.
• JSS Single Sign On solution.
• Co-ordinate with AD team to setup ADFS.
• Configure JSS SSO plugin to enable Single Sign on for various clients.

• Create Estimation, Impact Analysis and LLD for CR’s.
• Develop and Mentor team members for ARS development.
• Review code and prepare test cases, Migrate to production.
• Conduct knowledge sharing sessions on CMDB concepts for team.

• Design UI form, CI and relationship Builder form and workflows to invoke AIE and Recon jobs.
• Finalize on CSV templates and propose mappings.
• Create AIE data, relationshp mappings and exchanges.
• Create Normalization and Recon jobs.
• Design workflows to create report of CIs.
• Mentor team members.
• Prepare LLD and other documents.
• Received appreciations from client and was recognized with Logica Silver Award.

• Finalize on new Classes and attributes.
• Design UI, staging and configuration forms.
• Design workflows to fetch updated Assets XML from Web Service and store them in staging datasets.
• Design Recon jobs to move CIs to Asset.
• Testing involving AME system.
• Prepare project documents with quality compliance.
• Create Assessment application in remedy to assess CMDB knowledge of team members.

• Performed Gap analysis between existing ITSM 6.3 B2B solution and ITSM 7.6.03(IM & PM).
• Proposed a complete B2B Design for integrating IM&PM 7.6.03 in Remedy.
• Interacted with Java team and provide requirements for developing B2B interface which mediates Customer tool and Remedy.
• Trained freshers in Remedy and involving them in Development.
• Development of Remedy Web Services and workflows.
• Involved in UAT testing.
• Prepared lessons learnt document.

• Developed “Attachment sharing through B2B” from Remedy.
• Developed workflows to enable relationships through B2B Help Desk module 6.3.
• Development of Remedy Web Services.
• Involved in UAT testing.
• Migration to Production.
• Documented Implementation Guide.

• Shared knowledge on B2B Design to Avaya US Remedy team on daily basis.
• Supported them in development to migration as Consultant role.
• Prepared Knowledge Sharing documents.

Flash GBS Integration
• Interacted with .NET team and provide requirements to create a polling component which mediates Remedy and Flash GBS tool
• Created and Published Remedy Web Service to .NET polling component.
• Developed Remedy workflows.

Customer e-Bonding
• Worked with team and development of Inbound Update component in integration application.
• Modified Web Services and required workflows in Remedy.
• Developed string parsing component workflows.
• Involved in E2E testing support.
• Involved in Migration to Production.

Novartis ITSM Customization & Support
• Customized IM and PM module of ITSM 7.1.
• Integrated Expedio IM application with ITSM Incident module
• Involved in testing support.
• Involved in Migration to Production.
• Creation of People, Site on ad hoc basis for Novartis customer.